Note: The job is a remote job and is open to candidates in USA. Kollective Group is a Sequoia-backed SaaS company building the AI-powered 'legal front door' for in-house legal teams. As a Senior Customer Success Manager, you will partner with enterprise legal teams to drive adoption, retention, and expansion, ensuring they achieve meaningful business outcomes and embed the platform into their workflows.
Responsibilities
- Own and manage a portfolio of enterprise customers post-implementation
- Drive product adoption and ensure customers achieve measurable operational impact
- Build strong, strategic relationships with stakeholders across legal and business team
- Identify and lead expansion opportunities across new workflows, use cases, and departments
- Manage renewals and retention, ensuring long-term customer success
- Lead business reviews, roadmap discussions, and strategic check-ins
- Partner with Product & Engineering to share customer insights and influence roadmap
- Monitor account health, proactively addressing risks and identifying growth opportunities
- Champion customer advocacy through case studies, testimonials, and references
- Lead resolution of complex customer challenges in collaboration with internal teams
Skills
- 5–7+ years in Customer Success or Account Management, managing complex enterprise accounts
- Strong SaaS background with the ability to connect product capabilities to business outcomes
- Proven ability to drive retention, expansion, and long-term account growth
- Strategic thinker who can also execute tactically and manage multiple priorities
- Excellent communication skills, with experience engaging executive-level stakeholders
- Comfortable in a fast-paced, high-growth environment
- Data-driven mindset with a focus on improving adoption, retention, and overall account health
Benefits
- 20 days PTO +rollover
- 11 paid federal holidays
- Paid parental leave
- Medical, dental & vision coverage
- 401(k) with company
- Annual company offsites (past locations include Australia, Bali & South Korea)
Company Overview